Customer Success Manager

Customer Success Manager

Employment Type: Regular, Full-time

Team: Customer Success

Reports to: Senior Manager, Customer Success

Location: US – Remote

SimpliGov is the government forms and workflow automation platform that helps agencies ditch the paper, move faster, and serve constituents better. We provide one platform for all government workflows - fill, pay, route, automate, sign, and populate. Built for how government really works, SimpliGov combines modern tech with a human touch: no-code tools, fast support, and proven results across 100+ agencies.

We are growing rapidly and looking for talented, high-impact players to join our team!

Role Overview:

This is an incredible opportunity for a customer-obsessed professional who is equally passionate about making a real impact in state and local communities. As a Customer Success Manager (CSM) at SimpliGov, you will be a trusted partner helping government customers achieve their strategic objectives and realize maximum value from their investment in SimpliGov's solutions and services. You will manage a portfolio of accounts, ensuring customer satisfaction, retention, and expansion, while fostering long-term executive relationships. Acting as the voice of the customer, you will work cross-functionally with Sales, Product Management, Engineering, Professional Services, Marketing, and other teams to align customer needs with SimpliGov's innovation and delivery.

This role operates in a fully remote environment with planned travel to customer locations, industry events, and company gatherings. Being a CSM requires a balance of strategic consulting, technical acumen, and program management. You must be comfortable engaging with C-level executives, department heads, and technical project leads, while also diving deep into product functionality to provide expert guidance. The ideal candidate is proactive, data-driven, and enthusiastic about driving digital transformation in the public sector.

Responsibilities:

Customer Consultation & Engagement

• Own and manage a portfolio of accounts with clear alignment at the project, program, and leadership levels.
• Consultatively drive adoption by implementing success plans, building and expanding relationships, and delivering valuable performance insights.
• Help maintain customer documentation, success plan tracking, and account records.

Data, Insights & Reporting

• Track customer utilization and adoption metrics, highlighting trends or risks to the CSM team.
• Prepare dashboards, meeting summaries, and materials for QBRs/EBRs.
• Assist in gathering customer feedback and organizing it for internal teams.

Retention & Expansion

• Convey value by demonstrating progress in the customer's program outcomes.
• Hold Strategic/Executive Business Reviews to ensure value is realized at the leadership level.
• Identify and support expansion opportunities by working with Sales to increase customer adoption and business objectives.

Cross-Functional Coordination

• Collaborate with Product, Support, and Professional Services teams to ensure customers receive coordinated, consistent service.
• Document product issues or enhancement requests and monitor progress toward resolution.
• Support internal process improvements, including the use of AI tools to increase efficiency where appropriate.

Customer Education

• Identify and facilitate training sessions, webinars, and resources that guide customers to increased adoption and best practices.
• Maintain up-to-date knowledge of SimpliGov features to provide accurate guidance and direct customers to appropriate resources.

Qualifications:

• 5+ years of relevant, client-facing experience in customer success, account management, or consulting (required).
• Strong background working with government or public sector clients (required).
• Proven ability to influence senior stakeholders and present strategic recommendations to executives.
• Operates with a bias to action and enthusiastically embraces change management.
• Highly organized with strong attention to detail and follow-through that thrives in a fast-paced, growing organization.
• Strong account management skills with a track record of managing complex, multi-stakeholder initiatives.
• Experience with SaaS/cloud-based applications and digital transformation programs.
• Excellent communication, presentation, and interpersonal skills.
• Demonstrated ability to create and execute adoption and success plans that drive measurable business outcomes.
• Skilled in developing product use cases and guiding customers on best practices.
• Highly organized with exceptional follow-through and the ability to balance multiple priorities in a fast-paced environment.
• Passionate about public service and improving citizen experiences through technology.
• Eagerness to grow into a Senior or Enterprise Customer Success Manager role or into people management over time.

What We Offer:

• Medical, dental, and vision insurance plans, with significant employer contributions for employees AND dependents (contributions based on base-level plan; buyup plans available at additional costs)
• Company-sponsored life, short-term, and long-term disability insurance
• 11 Paid holidays
• Flexible time off
• 401k plan with 4% employer match
• Monthly home office stipend
• Monthly wellness stipend

Why Join SimpliGov?

At SimpliGov, you'll be part of a mission-driven team transforming how government works. We help state and local agencies modernize their processes and deliver better services to their communities. As a Customer Success Manager, you will gain hands-on experience working with customers, technology teams, and real public-impact projects—while developing the skills and experience needed to advance your career.

Legal Disclaimers:

SimpliGov does not currently sponsor applicants for work visas.

The US base salary range for this full-time position begins at $100,000 + bonus for $120,000-$150,000 OTE and benefits. Individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

SimpliGov participates in the federal government's E-Verify program, which confirms employment authorization of all newly hired employees and most existing employees through an electronic database maintained by the Social Security Administration and Department of Homeland Security. For new hires, the E-Verify process is completed in conjunction with the Form I-9 Employment Eligibility Verification on or before the first day of work. E-Verify is not used as a tool to pre-screen candidates.